Context
The FOS has published data showing the number of complaints received between 1 October and 31 December 2020. It has also published data showing how many complaints it received about individual businesses between July and December 2020.
Key points to note
- The FOS received 112,845 enquiries and 72,498 complaints, with 28% of complaints received being upheld.
- Consumer enquiries: 112,845 – 5% fewer than in Q2 2020/21 (119,214) and 42% fewer than Q3 2019/20 (195,851)
- New complaints: 72,498 – 5% higher than Q2 2020/21 (68,735) and 13% fewer than Q3 2019/20 (83,754)
- Referrals to an ombudsman: 9,245 – 0.4% higher than Q2 2020/21 (9,204) and 1% more than Q3 2019/20 (9,160)
- Uphold rate excluding PPI: 39% – 2% lower than in Q2 2020/21 (41%) and 5% lower than Q3 2019/20 (44%)
- Uphold rate including PPI: 28% – 4% lower than Q2 2020/21 (32%) and 6% lower than Q3 2019/20 (34%)
- Highest uphold rate: Home credit – 84%
- Most complained-about product: Guarantor loans – 10,321
- New complaints from small and medium-sized enterprises (SMEs): 304 – 25% fewer than Q2 2020/21 (391) and 23% higher than Q3 2019/20 (247)
Next actions
None – for information